Fresh Brothers Gains Real-Time Feedback and Actionable Insights With Tattle
How Fresh Brothers was able to collect real-time feedback, make focused improvements and hold managers accountable within a single dashboard.
“Our managers are now focused on data rather than opinion.”
Moving Away From Unreliable, Untimely Feedback
Fresh Brothers lacked the real-time data they needed to properly measure, understand, and correct issues within their operations.
The mystery shoppers they tried didn’t accurately represent their real customers, nor surface the root causes of any guest experience issues. As a result, Fresh Brothers struggled to identify what mattered most to their guests.
Also, Fresh Brothers wanted to build a customer-centric culture with more accountability among their GMs. They were hoping to find a solution that encourages teams to stay engaged and activately participate in building a better customer experience.
Tattle partner since: 2020
Real-Time, Data-Driven Feedback Based On Real Customers
By eliminating their mystery shopper program and switching exclusively to Tattle, Fresh Brothers could now get the genuine insights they needed. The Tattle dashboard allowed their team to leverage guest feedback to make actionable decisions towards improving their overall Customer Experience Rating (CER).
They could now see problem areas separated out by category, as well as factors that affect each category. For example, the Tattle survey enabled them to see whether a negative “Pick-up” experience was due to long distance, or locating the curbside.
Such granular data helped them uncover nuances within the guest experience and specific concerns that they didn’t even realize were significant.
Holding Teams Accountable with Objectives
Tattle also allows operations managers to set monthly satisfaction objectives.
These are curated automatically through Tattle’s machine-learning alogrithm, allowing Fresh Brothers track progress of guest sentiment across locations over time. They can even write down specific action items to focus on for each opportunity and make sure that the entire team is on the same page.
Fresh Brothers utilizes this powerful feature to keep their GMs and DMs accountable and drive measurable improvement at individual units.
Building a Customer-Centric Culture
The Customer Incidents tab allowed the Fresh Brothers team to see exactly when and where an incident occurred. It also showed them just how well the management team was responding to guests as well as when they were recovered.
“Tattle has given us the real-time data and insights we needed in order to transform the way in which we listen to and respond to our guest’s feedback,” said CEO Geoff Goodman.
“The teams check their progress daily, and have developed a passion for improvement. At the core, at all levels of the organization, because of the Tattle dashboard, we are now fully accountable to the guest.” he concluded.
Survey Completion Rate
Increase in Guest Satisfaction
Incident Reply Rate
Because of Tattle, Fresh Brothers revitalized their brand’s culture to one where the guest is at the center of everything they do. As a result, they’ve seen steady progress in guest satisfaction, driven by a fully accountable team.
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